Freshdesk Contact Center Reviews and Ratings

Rating: 9.7 out of 10

Score

9.7 out of 10

Community insights

TrustRadius Insights for Freshdesk Contact Center are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Intuitive UI & Design: Users have found the platform's sleek design and intuitive user interface to be highly appealing, enabling easy navigation and quick access to key features such as KT and download options. This streamlined experience enhances overall user satisfaction and productivity.

Variety of Tools: The availability of a diverse array of analytics tools has been praised by users, offering extensive options for data analysis that cater to various needs. This wide range of analytical capabilities empowers users to make informed decisions based on comprehensive insights.

Communication: Efficient communication processes were highlighted by reviewers due to the direct routing of parent requests to the admin department, streamlining interactions and enhancing overall productivity. This seamless communication flow fosters effective collaboration within teams and improves response times for resolving issues efficiently.

Reviews

9 Reviews

Freshdesk: Yes or no for call center?

Rating: 9 out of 10

Incentivized

June 23, 2022

Use Cases and Deployment Scope

Freshdesk has been a saviour in terms of contact center management and getting the lines live for support. We needed to have a script clear line for our customers to get the maximum out of the support channels and Freshdesk came to the rescue with an out-of-the-box tool and ease of access.

Pros

Sophisticated design and UI.
Ease of KT and download access.
Vast analytics options.

Cons

Pricing.
Initial data transfer.
Support.

Likelihood to Recommend

<ul><li>Freshdesk is better compared to all the third world applications available as the product feels premium and usability is good.</li><li>It helps in onboarding the team very fast and is simple plug 'n' play.</li><li>Could be a little cheaper compared to the competition in the market where we get similar tools for a lot less.</li></ul>

Nithin Rao

Operations Manager in Corporate at Unocoin: India's Bitcoin & Crypto Exchange (51-200 employees)

Vetted Review

9 years of experience

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Freshdesk is Fresh

Rating: 9 out of 10

Incentivized

June 22, 2022

Use Cases and Deployment Scope

When we first started using Freshdesk Contact Center, we had a need for a new system that would make it easier for parents to contact our admin. This was at first a trial run, but quickly became a much-needed software that has been fully integrated into our school. This software allows more callers to reach us without the hassle and has helped us reduce the number of parent complaints of not being able to be connected with one of our HR employees.

Pros

Routes parent request directly to our admin department
Allows you to set up chats
Allows you to measure how well you are doing

Cons

One thing that I would say is scrap the chatbot, nobody wants to talk to a bot.
Better explain how to setup the WhatsApp integration

Likelihood to Recommend

One scenario where Freshdesk Contact Center is well suited is when we have a lot of parents calling in with requests about student transcripts, and or grades, we can better interact with each caller and not have a lot of people on hold waiting for a long time. One scenario where Freshdesk might not be well suited is when callers get the chatbot more often than talking to an actual person.

Verified User

Employee (51-200 employees)

Vetted Review

1 year of experience

App for making phone calls that is easy to use and intuitive.

Rating: 9 out of 10

Incentivized

June 22, 2022

Use Cases and Deployment Scope

The platform's ability to record and show 'Canned Responses' is quite useful; it's convenient to have that information readily available, and it doesn't get in the way when you're composing your response. What you need and desire from a customer service center is going to depend on your own situation. If you're on a tight budget but still need anything to get the job done, by all means, give this a shot. You'll be glad you considered switching platforms if you're a rapidly expanding firm.

Pros

From this centralized help desk, we are able to allocate tickets and communicate with staff and clients via email.
The ability to phone a lead or customer directly from Freshdesk is fantastic.
Handling of waiting lines.

Cons

Freshdesk is not built for problem classification, hence it is challenging to sort tickets by the problem.
Due to a lack of a robust category or views mechanism, problem assignment and management become tedious tasks on this platform.
It took some time to get everything moved over during the setup process.

Likelihood to Recommend

One of FreshDesk Contact Center's greatest strengths is that it can centralize all of a company's channels for communicating with customers. Additionally, you get access to a large number of free collaborators seats, enabling you to bring on board non-customer support team members who may play an indirect role in handling client concerns. Offering an omnichannel experience to our staff and consumers eliminates the need to juggle numerous tools for handling customer service issues. In addition, we may direct customer service interactions like tickets, chats, and phone calls according to predetermined guidelines.

James Dilley

System Administrator in Information Technology at FIS (10,001+ employees)

Vetted Review

3 years of experience

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My customer calls buddy!

Rating: 10 out of 10

Incentivized

June 21, 2022

Use Cases and Deployment Scope

Being in sales or customer success, I need to make phone calls daily. Freshcaller is embedded in my CRM - Freshsales which makes it very convenient to make calls, from multiple numbers. It also records the calls if I want to revisit my conversations. It has changed the game for me.

Pros

Connectivity.
Call recording.
Ability to use multiple phone numbers.

Cons

Sometimes the network drops which disrupts calls.
Nothing else.

Likelihood to Recommend

It is very well suited for making cold customer calls and especially when it's connected to a CRM. Here you can see the lead contact information and notes while making the call which makes the conversation very easy. It is also very useful to revise conversations, one can always listen to their conversation if they've missed out on some important detail.

Verified User

Account Manager in Customer Service (1001-5000 employees)

Vetted Review

2 years of experience

Freshdesk better alone than integrated

Rating: 6 out of 10

Incentivized

January 7, 2022

Use Cases and Deployment Scope

In Omnia Salud we have clients all around America, so we needed a platform that could help us call other countries from Argentina. As we used Freshsales, we started using Freshcaller with 3 virtual numbers purchased from the platform. The problem we had was that it wasn't fully integrated with Freshsales or Freshdesk, and this made the daily operations a little bit tedious.

Pros

Buy virtual numbers.
Record Calls.
Don't rely on an outstanding internet connection.

Cons

Integration with their own CRM (Freshsales).
Integration with their own Support Platform (Freshdesk).
Reviewing the cost of an outgoing call.

Likelihood to Recommend

I think it's well suited if you need a virtual number and you do not plan to save this information in your CRM. It's really easy to get it running and then is very simple to use. I think they could improve by integrating better with other platforms, especially the ones in their own suite. And if you need the virtual phone for sales, I would recommend getting a CRM that has the virtual caller integrated within the platform.

Ignacio Cruz

COO (Chief Operations Officer) in Sales at Omnia Salud (11-50 employees)

Vetted Review

2 years of experience

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Dropped Calls

Rating: 1 out of 10

Incentivized

January 6, 2022

Use Cases and Deployment Scope

We did not have a good experience with FreshCaller so we discontinued use of it within two days. For some reason, it did not work well with our phone system and was constantly disconnecting calls. It was very disruptive to our employees across the enterprise as well as the team who was manning the system.

Pros

We were excited by the prospect and it just did not meet expectations

Cons

We wanted the system to work as it was described and there were too many glitches

Likelihood to Recommend

It did not meet even our basic expectations.

DeAnn Kenney-Garrett

Manager- HR Solution Center in Human Resources at Johns Hopkins Health System (10,001+ employees)

Vetted Review

4 years of experience

The Freshest of Callers!

Rating: 8 out of 10

Incentivized

March 9, 2020

Use Cases and Deployment Scope

Freshcaller is currently being used in our environment as a call manager for our IT Help Desk. We have a number that users are able to call into for assistance and the next available analyst is able to answer the call and assist with any issues the end-users are experiencing.

Pros

IVR
Call management
Forwarding

Cons

Holiday schedling
Call rotation
Caller ID

Likelihood to Recommend

Freshcaller is pretty straightforward with a lot of the settings and a fairly simple setup process. What it does well allows you to set up a number where you centralize incoming calls and route them properly. The routing could be a bit better but still works. Holiday and early closing days are not the easiest to manage.

Verified User

Employee in Information Technology (1001-5000 employees)

Vetted Review

1 year of experience

Not Recommended - Unless you have FreshDesk and a very small team

Rating: 2 out of 10

Incentivized

September 20, 2019

Use Cases and Deployment Scope

Freshcaller was previously used by my organization as part of an add-in feature to FreshDesk, a CRM developed by the parent company FreshWorks. It was primarily utilized by the Customer Support team to route incoming calls to support agents and to generate tickets into our ticket management system for tracking and resolving issues and requests. It was to bring integration of the phone channel into the ticketing system so agents would not have to be relied on to generate tickets for phone calls in a timely manner.

Pros

Phone system integrates with FreshDesk easily
VoIP service was fairly clear
Setup and configuration of call features was fairly easy to figure out, and documentation was available for areas that were not easy to understand

Cons

Cost - the system was felt to be way overpriced for the feature-set it provided. For the cost of 10 support agents, I could engage with a full-blown VoIP UCaaS provider to support 20-30 users.
The system was dependent on the Amazon Web Services system, which was prone to outages, and as it was outsourced by Freshworks to Amazon, resolution time did not have clear SLAs.
Non-US support - any issues encountered with the system would go through international channels which decreased resolution time depending on when the development team was available.
Call reliability was questionable - sometimes agents would have ringing devices that would have no one on the other end - other times calls would be dropped without explanation.

Likelihood to Recommend

If you have a very small group of representatives that are strictly using FreshDesk as their ticket management system that needs to have call integration, I can see this solution working - but from a cost perspective, there are better options, even if they lack the tight integration between FreshWorks products. I am struggling to find scenarios other than above that Freshcaller is well suited.

Verified User

Manager in Information Technology (51-200 employees)

Vetted Review

1 year of experience

Easy and affordable cloud-based solution

Rating: 10 out of 10

Incentivized

August 28, 2019

Use Cases and Deployment Scope

Freshcaller is used by our inside sales and account management team. We recently switched from a hard phone to a softphone and I wanted to use software that gave my analytics on call metrics. It's also helpful that we use FreshSales as our CRM so the integrations there were obviously very smooth.

Pros

Call metrics.
Multiple users.
Custom voicemails.
Integration into Freshsales.

Cons

The UX and UI could use an upgrade.
The process could be better when importing a hard line into the system.
We could use more additional reporting features.

Likelihood to Recommend

If you're looking to have your team make outbound calls to leads, then this software is really well suited. You can simply go through your call list and make the dials really effectively. As a manager, it's really helpful to track how long our team members have been on the phone and you can even tag it so that you can track call time to a particular project or client.

Steven Duran

Platform Director - Saint Joseph Communications in Sales at 5 Stones (51-200 employees)

Vetted Review

1 year of experience

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Reviews and Ratings

Not Recommended - Unless you have FreshDesk and a very small team

Rating: 2 out of 10

Incentivized

September 20, 2019

Use Cases and Deployment Scope

Pros

Phone system integrates with FreshDesk easily
VoIP service was fairly clear
Setup and configuration of call features was fairly easy to figure out, and documentation was available for areas that were not easy to understand

Cons

Cost - the system was felt to be way overpriced for the feature-set it provided. For the cost of 10 support agents, I could engage with a full-blown VoIP UCaaS provider to support 20-30 users.
The system was dependent on the Amazon Web Services system, which was prone to outages, and as it was outsourced by Freshworks to Amazon, resolution time did not have clear SLAs.
Non-US support - any issues encountered with the system would go through international channels which decreased resolution time depending on when the development team was available.
Call reliability was questionable - sometimes agents would have ringing devices that would have no one on the other end - other times calls would be dropped without explanation.

Likelihood to Recommend

Verified User

Manager in Information Technology (51-200 employees)

Vetted Review

1 year of experience